Benevolent Apology, Transparency, and Trust: When Things Go Wrong in Critical Care Transport

The Defense Health Agency has practices developed a series if techniques and strategies that strengthen trustworthiness and clinical transparency within one of the most diverse and largest healthcare organizations in the nation. Processes such as clinical disclosure when outcomes are unanticipated, the stakes are high, or clinical consequences are involving the highest of elected leaders. The programs rely on training, life's experiences, clinical acumen, neutrality and confidentiality, and leader endorsement to bring about situational resolutions are outcomes that build organizational trustworthiness. The attendee should be able to list at least four critical core elements common to most patient/provider disclosure encounters. The attendee can identify and describe information that should not be disclosed in a patient/provider disclosure session.
The attendee can describe the importance of disclosing of factual clinical information as soon as possible. “I want you to know I/we are very sorry this happened.” How to get the disclosure conversation going It is not as easy as one might think.How to keep the conversation going and making the transparency meaningful.